ITILF ISEB Exam Questions and Free Practice Test

Question 31

Which of these recommendations is good practice for Service Level Management?
1) Include legal terminology in Service Level Agreements (SLAs)
2) It is NOT necessary to be able to measure all the targets in an SLA

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Correct Answer:D

Question 32

The MAIN purpose of the Service Portfolio is to describe services in terms of?

A. Business Value

B. Functionality

C. IT Assets

D. Service Level Requirements

Correct Answer:A

Question 33

What would be the next step in the continual service improvement (CSI) model after?
1: What is the vision?
2: Where are we now?
3: Where do we want to be?
4: How do we get there?
5: Did we get there?
6: ?

A. What is the return on investment (ROI)?

B. How much did it cost?

C. How do we keep the momentum going?

D. What is the value on investment (VOI)?

Correct Answer:C

Question 34

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A. User

B. Customer

C. Supplier

D. Administrator

Correct Answer:B

Question 35

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A. Change proposal

B. Change policy

C. Service request

D. Risk register

Correct Answer:A

Question 36

Which of the following is NOT an objective of problem management?

A. Minimizing the impact of incidents that cannot be prevented

B. Preventing problems and resulting incidents from happening

C. Eliminating recurring incidents

D. Restoring normal service operation as quickly as possible

Correct Answer:D

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